Troubleshooting
What to check when a printer shows offline, alerts don’t arrive, a client can’t connect or print tracking is quiet.
The app’s own Help & support page has more, including the exact messages PrintSentinel shows. Still stuck? Write to support with the output of Help & support → Copy support details.
| Symptom | Check |
|---|---|
| A printer shows Offline | Its page says whether the address answers on port 80 or 443. If it does, check SNMP is on and the community or v3 credentials are right (Edit → Test connection). If not, check the printer is on and UDP 161 is allowed over the VPN. |
| Supply levels out of date | The full read is timing out. Raise the printer’s SNMP timeout to 5000 ms and retries to 2, and check that site’s link. |
| Toner shows n/a | That model doesn’t report levels over standard SNMP. Tell us the model. |
| No Teams or email | Settings → Send test, then Undelivered notifications for what failed and why. |
| Client: Cannot reach the server | The server PC is on, the PrintSentinel service is running, sharing is on and the firewall allows TCP 47631. From the client: Test-NetConnection <server> -Port 47631. |
| Client: certificate changed | The server was reinstalled or moved. Reconnect and check the new fingerprint. |
| Clients don’t update | On the server, Settings → Data & this PC → Updates says what is offered. The server must run the new version first, and both files must be copied with their original names. |
| Run as a Windows service is greyed out | PrintSentinel was installed for one user. Reinstall choosing Anyone who uses this computer. |
| The server PC still goes to sleep | The service only prevents sleep when idle. Set Sleep to Never and the lid action in Power Options. |
| Print tracking: no PC has reported | Sharing is on, the PC has restarted since the Group Policy applied, and Get-Service PrintSentinelPrintAgent shows Running. Its log is in %ProgramData%\. |
| Print tracking: printer shows Not in PrintSentinel | On that PC the printer uses a WSD, USB or host-name port. Use a Standard TCP/IP port with the IP address, or add the printer to PrintSentinel. |